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- Company: Client WOW -

The WOW is a passion for delivering service excellence to our clients/customers.

Who is a client?

• “Anyone who depends on you to get their needs met”
  

• Clients may be external or internal
  

• If you are not serving the customer directly, you are serving someone who is

Thomas Expectations for Service Excellence:

Step 1: Acknowledge our client

• Say hello right away
  

• Give the client your full attention
  

• Treat every customer with extreme importance
  

• Create a positive personal image

Step 2: Understand our client’s perspective

• Practice active listening by showing positive body language and asking questions to understand their needs
  

• Demonstrate that you have heard by comments like: “I understand”. Also repeat back what you have heard and ask for clarification.

Step 3: Take Action

• Decide how action will be taken
  

• Consider ways to minimize disruption to the customer
  

• Communicate: Who, What, How, When and How long
  

• Communicate any special requirements
  

• Follow-through on promises

Step 4: Follow-Up

• Communicate status until completion
  

• Check that customer needs were met
  

• Co-ordinate further action